Customer Service Team Lead | KPI-Driven Coaching & Escalations

amIT Global Solutions Sdn Bhd; Indonesia; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

amIT Global Solutions Sdn Bhd is seeking a Customer Service Team Leader to guide and support the team in daily operations in Yogyakarta. The role requires supervising performance, handling escalations, and ensuring SOP compliance.

The ideal candidate has aBachelor's degree, 1+ year of supervisory experience, and strong leadership and communication skills, with preference for telesales exposure. Willingness to work shifts is required.

Qualifications

• Bachelor's degree (S1) in any major.
• Minimum 1 year of experience as a Team Leader or in a supervisory role.
• Experience in telesales is highly preferred.
• Strong leadership and communication skills.
• Customer service-oriented with excellent problem-solving abilities.
• Fast response and able to multitask in a dynamic environment.
• Proficient in Microsoft Office.
• Able to work in shifts.
• Flexible and adaptable to changes in workflows and SOPs.
• Accustomed to working with KPIs.
• Willing to be placed at Bumame Yogyakarta.

Responsibilities

• Lead, supervise, and support the Customer Service team in daily operations
• Monitor team performance and ensure KPIs are achieved
• Handle customer escalations and provide appropriate resolutions
• Act as a bridge between management and the Customer Service team
• Ensure compliance with company policies, procedures, and SOPs
• Adapt to operational changes and implement new workflows effectively
• Provide coaching, guidance, and performance feedback to team members

Skills

Leadership

Communication

Problem-solving

Customer service

Multitasking

Education

Bachelor's degree (S1) in any major

Tools

Microsoft Office

Job description

amIT Global Solutions Sdn Bhd is seeking a Customer Service Team Leader to guide and support the team in daily operations in Yogyakarta. The role requires supervising performance, handling escalations, and ensuring SOP compliance.

The ideal candidate has aBachelor's degree, 1+ year of supervisory experience, and strong leadership and communication skills, with preference for telesales exposure. Willingness to work shifts is required.